Agent Assist; Transfer To Split Or Queue - AT&T Call Management System Supervizor's Manual

CMS Telephones and Telephone Programming .

Agent Assist

Some systems are installed with Agent Assist buttons. These are used like
manual signaling buttons, but they are programmed to signal the CMS super-
visor.

Transfer to Split or Queue

Agents can transfer calls to all phones in another split (not just a particular
agent in the split) if Transfer to Split or Transfer to Queue has been pro-
grammed on your system.
These features work similarly, except that calls transferred using the
Transfer-to-Split feature are not recorded as ACD calls and appear only as
"Other" on CMS historical reports. Transfer-to-Queue treats all transferred
calls as new ACD calls so that CMS keeps complete records. If your busi-
ness has a large number of transferred calls, your system is probably pro-
grammed for Transfer-to-Queue.
If neither feature is programmed on your CMS, programming instructions for
Transfer-to-Split are given under "Ghost Telephones and Cover Buttons" on
page 5-27. Transfer-to-Queue requires extra hardware and system program-
ming. See your System Administrator if think you may need Transfer-to-Queue
programmed.
In order to transfer a call to another split, the agent needs to know the exten-
sion number of the "ghost'" telephone that you have assigned to the split.
If an agent needs to transfer a call to another split, he or she must:
1. Touch [Transfer].
2. Touch the Inside Auto Dial button or dial the extension number of the
"ghost" telephone assigned to the split to which the call is to be
transferred.
The transferred call rings at all the telephones that have a Cover button for the
"ghost" telephone, and the green light next to the Cover button flashes until an
agent picks up the call. If an agent in the split receiving the transferred call is
busy with another call, the light beside the Cover button on the telephone
flashes and the telephone gives one transfer ring (two rings).
Using MERLIN LEGEND Features with CMS 5-25